Reference no: EM131311449 , Length: word count:2000

Enhance the customer services experience Assignment 1 -

Your Task:

Choose an area relevant to your area of training in the Tourism, Hospitality and Events Industry. This may include Accommodation Services, Front Office, Cookery, Food and Beverage, Tourism or Events.

1. Provide an overview of the characteristics of customers you typically would encounter in your chosen field of training and include their likely needs, special needs and expectations.

2. Provide 5 examples of products and services you offer in your chosen field with a brief description what these entail (Just as you would explain this to your customers).

3. Provide 3 examples for additional add-ons and extras available in your area and explain the benefits of these or possible advantages if taken as a package and how these could be sold effectively by employing effective techniques.

4. Provide 3 examples how you could anticipate the needs of your customers in your service area (for example special provisions which could be dependent on special needs, service situation, preferences etc.)

5. How will you ensure all products and services are actioned before customer delivery? What would this entail in your service area? (Liaison, Communication, Teamwork).

6. Provide a proactive action plan to deal with problems with products and services in your given service area. What alternatives or options could you offer? How would you determine any compensation and what would this depend on?

7. How would you ensure problems could be avoided and service provisions improved in the future? What would this require and how should this be managed within the team in your service area?

8. Explain the procedures for dealing with conflict, outlining the steps and requirements for verbal and non verbal communication. Which procedures should be in place to deal with conflicts or complaints beyond your capacity (job role)?

9. Provide 3 examples for promotional services which could be used in your service area and explain how these would be used effectively.

10. Develop a customer feedback form which would allow to collect:

a. Details of customers to establish a data base

b. A set of questions enquiring about the product and services you provide in your service area

c. Additional comments or feedback from customers.

d. Special preferences of a customer.

11. Explain how you will evaluate this feedback form, how you would utilise the collected data and how this would be useful to establish ongoing customer rapport.

Lead and manage people Assignment 2-

Part 1: Key Performance Indicators

INSTRUCTIONS

For this assessment you are required to consider a scenario from your industry and then set key performance indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what the current KPIs are and set target KPIs to be achieved.

You will then need to:

A. Set and measure KPIs.

B. New or innovative approaches to meet the KPIs.

C. Constraints to meeting KPIs.

D. What to do if KPIs are not met.

E. Methods of communication.

If more space is required for any answer you can attach a separate page containing name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.

Please choose ONE of the following scenarios which most closely resembles your industry.

Tourism Scenario:

As the team leader at Bulga Bulga adventure tours you are responsible for overseeing the promotion, booking and tour guide teams of guided bus tours in outback Australia.

The managing director has set business targets he would like to see achieved over the next 12 months. They are:

Current	Targeted
On average, only 50 of our 320 customers per month are repeat customers.	Increase number of repeat customers to 70 per month.
In customer feedback surveys only 45% of people say they are happy with the catering on the tours.	Increase percentage of positive customer surveys to 75%
Commissions from booking through our partner agencies made up $15,000 on average per month.	Increase partner agency commissions to $20,000 per month.

Events Scenario:

You are the Team Leader of the Events Management team and have received an email from your Managing Director. Part of the email read:

Good Morning,

I just want to draw your attention to some problems that have been recently come to my attention.

On the eventmanagement.com website, our company has received 14 poor reviews out of 22. This means only 37% of people are giving positive reviews. In my opinion anything less than 80% of positive reviews is unacceptable. The 2 most common reasons given for the poor reviews are the poor quality of catering, and that events did not run on time.

We know from our own customer feedback that our customers are generally very happy with our service, so I believe getting more of our happy customers to post would be a great advantage and boost our ranking on the site. As we have almost 50 customers per month I would like to see at least ½ of these encouraged to post positive reviews online.

Also, our repeat customer figures show that only 5 of our 50 customers last month were from repeat business. I would like to see this increase from 10% to the industry average of 20%.

As team leader, l am relying on you to make the team aware of the problems, set targets for improvement, and see that they are achieved over the next 6 months.

Regards,

Ed Ventura,

MD.

From this email the goals are:

Current	Targeted
37% of people are giving positive reviews on eventmanagement.com	Increase percentage of positive reviews to 80%
Unknown	Get 25 new reviews posted per month on eventmanagement.com
10% of customers come from repeat business.	Increase percentage of repeat customers to 20%

Hospitality Scenario:

You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly management meeting,

Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12 months and accordingly developed and set new targets to improve the organisations customer service provisions and sales targets.

The following aspects will need to be addressed in the F&B section:

Current	Targeted
EXAMPLE ONLY: The average per head spend currently sits at $23.00	EXAMPLE ONLY: Increase average spend to $26.50
The feedback received per 5000 customers shows 250 (5%) customers were dissatisfied with product and services provisions	Improve product and service provisions pro-actively with a target of 98% within 9 months.
There have been 37 errors or discrepancies with customer's accounts/wrong orders during the past 12 months which resulted in $3950.00 of losses.	Maximum discrepancies must not exceed $100.00 per month - F&B manager must be informed immediately.
There have been 16 complaints related to cleanliness of glassware/crockery during the past 5 months	In general no complaints there to are acceptable - procedures must be implemented to ensure this.

A. Set and measure KPIs

Note: Please choose one of the previous scenarios which most closely resembles your industry to set of the following KPIs.

Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department.

EXAMPLE KPI:

KPI	Total sales per head per month.
KPI Description:	Total sales divided by the number of customers each month.
Current:	$46,800 (sales) divided by 2600 (customers) = $23.
KPI Target:	Increase total sales per head from $23 to $26.50 per head.
How you will measure this KPI?   Over what time frame?	Monthly results will be checked by supervisor.   Weekly results will be totaled and record by head waiter and reported to supervisor.   Head waiter will check results of individual waiting staff each night to monitor selling and results.

KPI 1:

KPI Name:
KPI Description:
Current:
KPI Target:
How you will measures this KPI?   Over what time frame?

KPI2

KPI Name:
KPI Description:
Current:
KPI Target:
How you will measures this KPI?   Over what time frame?

KPI3

KPI Name:
KPI Description:
Current:
KPI Target:
How you will measures this KPI?   Over what time frame?

B. New or innovative approaches to meet the KPIS

For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to employ innovative approaches (procedures, processes, systems, technology, etc) to make sure that you and your team achieve each KPI.

KPI Target	Steps involved to achieve this KPI
Increase total sales per head from $23 to $26.50 per head.	Selling drinks is key to increasing sales per customer. Wait staff need be pro-active; Knowledge of specials and menus.
KPI Target 1
KPI Target 2
KPI Target 3

C. Constraints to meeting KPIs

What could prevent you (organisational constraints) from implementing these new techniques? What need to be considered?

 D. What to do if KPIs are not met

What will you do if you identify that staff members struggles or do not achieve the set targets? Think about the technique you would use to find where the problem lies, who you would communicate with and the steps involved in finding a solution.

E. Methods of communication  

 What methods of communication will you use to communicate the KPIs to your team?

Part 2: Performance Review

Instructions

Performance reviews are used by managers and supervisors to give and receive feedback from staff.

Here you will create a set of evaluation criteria to monitor and evaluate your staff. You will need to:

a. Set Job Responsibilities and Tasks

b. Relate job responsibilities to specific performance indicators

c. Employee Feedback

d. Professional Development

e. Bonus and Reward Systems

f. Provide employees with feedback

g. Delegating tasks

a. Set Job Responsibilities and Tasks

Choose one Job Role within your department and document the responsibilities for that job role. Use the following example as a guide:

EXAMPLE: Roles and responsibilities

JOB TITLE

Responsibilities

Head waiter

Provide table service to tables. Abide by responsible service of alcohol laws. Comply with all workplace health and safety guidelines. Train junior staff on customer service and up-selling techniques. Act as a positive role model by offering excellent customer service. Supervise junior staff during table service. Monitor billing and payments of orders during service. Delegate job tasks to other waiting staff.

b. Relate job responsibilities to specific performance indicators

Using the job responsibilities you listed in part F, create specific performance indicators.

You will need to:

• State what the indicator is
• Document how the indicator will be measured

Example:

Performance Indicator:	How this will be measured:
Delegate job tasks to other waiting staff.	All waiting staff to know their own role and tasks for each shift.

c. Employee Feedback

List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an example of each:

Example:

Method:	Example:
Staff meetings	During each staff meeting devote time to asking for ideas or contributions from staff. Acknowledge staff who have given feedback.

d. Professional Development

Training and development should help solve problems or skill shortages in the department and improve both the staff member and the business.

List 3 techniques which you can use to identify problems or skills shortages in your department, which will help you determine training needs.

Example:

Technique to Identify Problems or Skills Shortages:

Using customer feedback surveys. Customers making complaints might point you to a problem with products or service, which may highlight gaps in an individual's knowledge or skills.

e. Bonus and Reward Systems

What is the purpose of a reward system?

List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects associated with the type of reward.

Example:

Reward	Positive	Negative
Cash bonus	Extra money helps people buy things and pay bills.   Can be a good motivator for money driven people.	Can become 'expected' if achieved often. Can lose its power to motivate if the amount is too low, or goals are too easy to achieve. Must not be used in isolation to praise or can become meaningless. Business might night have cash reserves to offer monry.

f. Provide employees with feedback

You should provide feedback to your staff on a regular basis. The method you use to provide feedback might depend on the time the employee has worked for you, and the context of the feedback you need to provide.

For each of the following, give an example of a method of feedback (continuous, public, private) you could use to provide feedback to the employee.

Exmple:

Work Scenario	Feedback Method
Training a new employee.	Continuous positive feedback is needed as each task is learned and completed. New employees can feel anxious if they are not clearly shown what to do, and given praise as they learn the ropes.
Work Scenario 1	Feedback Method
Indicating the progress of the team in relation to meeting KPIs.
Work Scenario 2	Feedback Method
The worker needs to be spoken to after a period of poor performance.
Work Scenario 3	Feedback Method
Yearly review process.

g. Delegating tasks

List 3 tasks you must delegate as a manager/supervisor in your department. For each task, define the benefits to delegating this task:

Example:

Task	Benefits of delegation
Supervision of waiting stuff during table services	Saves my time during service Increases morale of head waiter Creates professional growth for head waiter.